We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“A combination of very good potential and indifferent or bad customer service.” 3 of 5 bubbles
Review of The Grand Hotel

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 2 more sites!
The Grand Hotel
Ranked #6 of 6 Port Talbot B&B and Inns
Port Talbot, United Kingdom
Level Contributor
40 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“A combination of very good potential and indifferent or bad customer service.”
3 of 5 bubbles Reviewed 6 March 2011

I am a local resident with a business in the area who occasionally has organised for staff vising the Steelworks to stay at this hotel given its prime location and reasonable fees. Historically many people in Port Talbot have a positive association with the Grand Hotel and want it to be a success. Until the early 1970's it was the best place to stay in the town. Today it suffers only from an older design layout and looks a little tired in a town also lacking in ambition. It has its good points - especially its location opposite the train station. This can sort out confusions when referring to its loction and convenience to a contractor visiting the town. Matter of fact its perfect in every way for this market. The bad side I know from comments of staff and contractors who have stayed there. The Hotel send staff for training and Ive met a few of them when Ive been on a computer course, all of which have been most pleasant.

Its sad then then Im feel aggrieved enough to now leave negative comments. On Saturday 5th March 2011 I visited the public bar to get a beer to meet friends.The bar was unattended and I waited there for a full 5 minutes until I noticed the barmaid/manageress was engrossed in conversation the wrong side of the bar unaware of my presence. I prompted nobody was serving and immediately she responded serving me my pint of the hand pulled beer. Upon sitting down with my friends I started to get concerns on the taste of my pint. It was tangy & barely drinkable. My friends are regulars at the hotel and the conversation turned to suggestions that I should have bought creamflow beer as this is a low seller - maybe that explained the taste or the lines not being clear. As we left for the train I mentioned to the barman my concerns and hand back the last 20% of the glass. I had no initial interest in a refund - just to advise. The lad serving behind the bar was first class, apologetic and suggested I have another pint. My feelings -given the earlier bad service, where I had waited and then been served indifferently a bad pint - I asked for a token "refund of 1/2 the cost". I now accept - maybe this was very small minded of me and perhaps now I wish I had just not mentioned anything the first place.

It was at this point the barman got the manageress. She arrived at the bar ready charged already with a bad customer attitude. "You've drunk the beer now you want a refund ..... Why did you not return it straight away." Of course nothing wrong with her comments just the manner of attitude delivering the response. I was not driven by the fact I wanted a refund - I only considered this at the point the barman offered me another drink - My initial mention only to advise on the possibility it was not a good pint. I now found myself challenged by the manageress who I first encountered not doing their job properly, and she continued to treat my complaint in a confrontational and insulting manner. A more friendly “Im sorry but if you advised earlier I could have changed it but I will however see that the next person who orders a pint will be advised to check the taste”. That would have been suitable enough I guess.

Its not in anyones interest to run down a business in our town rather to be constructive so with this in mind next day Sunday I phoned to speak to the hotel manager. I was answered by the same manageress who upon finding out my reasons continued mockingly “I remember -your the person from yesterday who drank the beer and then wanted a refund.”

I left a message for the owner in Porthcawl with the suggestion that this type of service is bad for business. At one time maybe 5 years in the past I was told the hotel used to turn away single day customers simply because the person in charge did not want the effort of making up the rooms. We got that information from a concerned but demoralised staff member at the time when I tried to make a booking (The hotel phone advertised was not the correct number) I had to visit in person to see how someone was turned away when another colleague was actually staying there in a part empty hotel. The later comment is totally unrelated to the recent experience. Perhaps its time to considert a mystery shopper to identify improvement.The fact that I have taken such effort to complain is not in any way to be vindictive towards the manageress. I want no refund – im just like many in this town who would prefer to see a better mannered environment and a respect towards customers unless of course they merit otherwise.

In closing I would comment that to take a look at the Aberavon Beach Hotel which I would recommend highly especially for holidaymakers and its beachfront location. Another option is the Twelve Knights at Margam or Blancos in town near the bus station.

  • Stayed March 2011, travelled solo
    • 4 of 5 bubbles
    • 5 of 5 bubbles
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
    • 2 of 5 bubbles
    • 1 of 5 bubbles
2 Thank Lyonresh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GHPORTTALBOT, Manager at The Grand Hotel, responded to this review, 10 March 2011
May I comment on your complaint? The lines for the beer were cleaned by myself on Wednesday 2nd March; unfortunately we had sold out of the hand pulled Abbotts Ale in question so our lines were left with water in them until Friday evening. Our delivery came on Thursday 3rd March and as you may be aware if you are an ale drinker the beer needs to settle. On Friday evening the first people to ask for Abbotts Ale were two local solicitors whom regularly drink at the Grand Hotel I personally connected it and they were more than happy with their pints. During this night we had numerous people drinking the Abbotts Ale who were also happy with theirs too. On Saturday before you came into the bar we had a group of men going to Cardiff on the train two of these also ordered Abbotts Ale they two enjoyed their pints. Real Ale is not to everybody’s taste so may I suggest that like your friends suggestion you stick to drinking the Cream flow products.

May I also point out that the manageress in question has worked at the Hotel for the past 9yrs and started working here as a bottle girl she has worked her way up to the management position due to the fact that residents, customer and staff like and respect her.

Replying to the comment about the fact we don't take one night stays at our hotel:
The cliental that stay at our hotel are mainly contractors visiting the area, 80% of our customers are only in the area for 1 or 2 nights per week and the other 20% for longer contracts. We employ numerous chamber persons so if we didn’t take 1 night bookings they would be unemployed.

We have been trading for over 24 years using the same telephone number so why would we advertise with the wrong number!!!

I must also point out to you that I have tried to phone you on your landline number several times but as you do not have an answer machine I cannot leave you a personal message.

I and a few of my staff were as you rightly said took part in a computer course which during this course you were asked by the instructor to stop disrupting the lessons by using your mobile phone constantly during the course of the lessons. After which you never returned!

As you have suggested to people to stay at other hotels in the Port Talbot area and not ours may I ask you to drink at other pubs in the town and not ours. Good day to you.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

62 reviews from our community

Traveller rating
See reviews for
Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (17)
Date | Rating
  • English first
  • Italian first
  • Any
English first
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
2 of 5 bubbles Reviewed 16 November 2010

The first thing i noticed when pulling up to the hotel, was on the side of the hotel in big red letters was the name of the hotel, the R in the word GRAND was missing. Out front were alot of drunk young locas smoking and making quite alot of noise. The receptionist was really friendly which is my only plus for this place, though the office she was caged and everything done through the bars !

The room was large, but looked dirty and old, the pillows were flat and the window again was barred i guess for safty. The bathroom oddly had a thick blue carpet, which smelled of urine, the bath tub was very rusty in the corners and the white shower curtain had yellow mold on it ! The whole room had a very unpleasant smell to it, in short it stank!.

The only reason i agreed to stay here is because it was for one night only and near my friends, i slept in my clothes ontop of the bed with all the lights on.

The only positives of this hotel was the receptionist was very friendly and helpfull, and it was across from the train station so i could leave as early as possible !

  • Stayed November 2010, travelled solo
    • 2 of 5 bubbles
    • 3 of 5 bubbles
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
    • 2 of 5 bubbles
    • 2 of 5 bubbles
2 Thank ScottDUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Port Talbot hotels

Hotels you might also like...
Also consider these accommodations in or near Port Talbot
1.5 mi away
BEST WESTERN Aberavon Beach Hotel
1.9 mi away
Premier Inn Port Talbot Hotel
0.4 mi away
Blanco's Hotel & Restaurant
Blanco's Hotel & Restaurant
#3 of 3 in Port Talbot
4.0 of 5 bubbles 451 reviews
Show Prices
Show Prices
Show Prices
6.0 mi away
Ibis Swansea
Ibis Swansea
#7 of 24 in Swansea
3.5 of 5 bubbles 708 reviews
4.2 mi away
The Towers Hotel & Spa
The Towers Hotel & Spa
#1 of 1 in Jersey Marine
4.0 of 5 bubbles 573 reviews
4.4 mi away
Barn B and B at Ty'n Cellar Farm
Show Prices
Show Prices
Show Prices

Been to The Grand Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about The Grand Hotel

Property: The Grand Hotel
Address: Station Road, Port Talbot SA13 1DE, Wales
Region: United Kingdom > Wales > Southern Wales > Neath Port Talbot > Port Talbot
Bar / Lounge Free Breakfast Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Suites Wheelchair access
Hotel Style:
Ranked #6 of 6 B&Bs / Inns in Port Talbot
Price Range (Based on Average Rates): £
Hotel Class:3 star — The Grand Hotel 3*
Number of rooms: 32
Official Description (provided by the hotel):
We are a busy hotel, ideally situated close to various attractions and directly opposite the train station. We host a variety of entertainment including bands and cabarets. We serve delicious home cooked meals and have an adjoining steakhouse. All our rooms are en suite and equipped with tea/coffee making facilities. We have a function room available and we cater to all occasions, we also have a conference room and beer garden. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Odigeo and Hotels.com so you can book your The Grand Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
The Grand Hotel Port Talbot, Wales

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing